Rohit Trehan

• Defining processes for test plan and several phases of testing cycle.
• Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
• Ensuring all development tasks meet quality criteria through test planning, test execution, quality assurance and issue tracking
• Tested functional and compatibility of new programs or updates in comparison to existing applications.
• Working and have hands-on expertise on test management tool(s), like Jira
• Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
• Have expertise on Automation Testing tools, like: Selenium with Java using Eclipse.
• Built automated test scripts to handle repetitive software testing work.
• Set processes for test plan reviews and ensure that that test plans get reviewed by all stakeholders
• Review test strategies and see that all the various kinds of testing like unit, functional, performance, stress, acceptance etc are getting covered.
• Kept scripts and test cases updated with current requirements.
• Coordinate internal resources and third parties/vendors for the flawless execution of multiple Salesforce & CRM related projects.
• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques

• NCT (CRM based Tool) Key User at Global Level
• Leading tracking of stringent KPIs & Deep dive analysis to identify root cause
• Validating customer contracts and getting them updated on tools
• KPIs improvement Corrective actions identification & Implementation
• Support Care Managers in operational management of the customer SLA fulfillment
• EBCS (satisfaction survey) owner on customer level
• Analyze the result, propose quality improvement and communicate corrective action and support execution
• Prioritization of cases based on customer requirement
• Tracking of Emergency SLAs, emergency reports, fast action reports etc
• Ensure timely availability to customer
• Co-ordination with Care Managers for timely contract database updates on need basis
• Daily/Weekly/Monthly reports from SAP based Boxi Tool
• Fulfilling adhoc report request from co-managers Case Handling Managers/Care Managers/Work Group Managers etc
• Governance calls (Weekly/Monthly) over inhouse Webex tool
• Extending Support to Case Handling Managers on case handling process adherence
• Supports Care Managers during the management escalation & drive Management Escalation pro-actively
• Knowledge Management
• Sharing of best practices targeting to improve quality and performance
• Fetching daily/bi-weekly/monthly reports from the Boxi tool and sharing it with the stakeholders for the review purposes (Using Power BI)
• Active participation in driving the overall performance of the owner of the case by providing the support in troubleshooting the case and keep it moving to the next levels as required.

• Developed extensive software expertise within the organization and maintained an up-to-date understanding of software as following:
• Key User role for Data Migration:
• Experience with SDLC tools like JIRA and have active involvement as Scrum master/participant for Data Migration in a project management of a new tool (Salesforce).
• Sharing and providing inputs for Change Management & Data Migration over new project (Salesforce Tool) based on Agile methodologies.
• Active participation in UATs (User Acceptance Testing) programs to rectify the issues before executing the product in production environment.
• Key User cum trainer for SalesForce tool and thus responsible for providing the training to onshore and offshore people within the organization.
• Assist with internal and external communication at all levels of Management.
• Performed as an active key user for migration of GDC China to GDC India.
• Assigned as KU for resolve and WTR (Effort Filling Tool)

RESOLVE: (Remedy Tool):

Acting as KU (India)

• Maintaining user accounts/rights and skill sets in RESOLVE-Tool.
• Supporting End-to-End case flow.
• Extracting various reports on daily basis to monitor and analyze performance. RAS: (Remote Access Server)
• Maintaining user accounts in RAS-Tool.
• Monitoring RAS/Customer Server reachability.

CDB: (Contract Database)

• Check and map for various products in CDB with other tools like NOLS and
• RESOLVE: Checking and monitoring for products/contracts/SLAs in CDB so that cases get raised under a valid contract.
• Extracting reports from CDB.

NOLS: (Nokia Online Portal)

• Acting as Key User (Care-India)
• User Management and Administration for both (Internal/Customer) accounts in NOLS.
• Maintaining company creations in NOLS
• Taking care of download access in NOLS-Tool for internal/Customer users in India.
• Maintaining software release and deliveries in NOLS

Clics: (Centralize Licensing System)

• Taking care of Licenses Deliveries (India) through NSN-CLicS tool.
• Role Management in CLicS.
• Extracting various reports i. e. Features Overview/Capacity usage/Swap reports.
• Analyzing license availability and coordination with Solution Mgrs. & logistics in future ordering.

• Software and database administration.
• Sharing best practices bases on lean Six Sigma model to save man working hours and cost.
• Six-sigma based projects undertaken and completions.
• MIS and Dashboards preparations.
• Quality Analysis on the issues submitted within the several software(s) and finding out the gaps.
• Providing management level presentations and dashboards to show performance analysis on several applications.
• Co-ordination with onshore business partners for implementation of new applications & processes.
• Troubleshooting of various applications & software.
• SME at process and knowledge sharing level.
• Managing user ids (creation & maintenance) over several software(s).
• Running analysis over several Unix & Linux based by building macros.
• Sharing analysis with Onshore and offshore counterparts on weekly/monthly basis.
• Creating Standard Procedures (SOPs) for existing and new tools incorporated.
• Providing training for the new tools and updates to the team.
• Mentoring new joiners and enabling them for production environment.
• Software ownership and development for quality assurance purposes.